Uncategorized

Uncategorized

Close the gap between the retail experience you offer and the one your customers expect

Close the gap between the retail experience you offer and the one your customers expect

In the fight against the e-commerce giants, brick-and-mortar retailers have a winning card: customer experience. Many factors contribute to making an in-store experience unique and compelling. A curated product selection, an exciting and fresh atmosphere, and personal, one-on-one service are just some of the elements retailers can use to their advantage.

Unfortunately, not all retailers seem to be playing their cards well.

Last year alone, Accenture reports, 61% of customers stopped doing business with at least one company because of poor customer experience. Research by Omnico Retail Gap Barometer reveals an even darker figure: 72% of consumers actually see all shopping as a frustrating experience! Brick-and-mortar shopping was found to produce even more irritations than online, with over a quarter of respondents describing the average in-store shopping experience as poor.

Going back to basics

When talking about modern customer experiences, one of the most popular topics is in-store innovation. In the past few years, the availability of increasingly advanced, and affordable, technology has utterly transformed shopping. Today’s in-store experiences are a far cry from last decade’s weekly trips to the mall.

However, the kind of tech some of the most innovative brands are experimenting with – from augmented reality, to holograms, to immersive multi-sensorial experiences – seem to be light years away from the bog-standard, uninspired customer journeys that too many retailers still offer.

Most of the frustrating shopping experiences customers describe and report are attributable to one or more of the following factors:

  • Unhelpful sales associates.
  • Inconsistent cross-channel experiences.
  • Poor personalization.

Let’s take a closer look at each factor, and see what tools can help close the gap between what consumers expect and the current, disappointing experiences many retailers still offer.

1. Unhelpful sales associates

The majority of retailers (61%) are confident that their store associates deliver great value and best-in-class assistance to customers, according to research by Forrester. Shoppers, however, disagree. Most (51%) consumers surveyed in the very same research believe that salespeople are not as knowledgeable about products as they should be. It is unsurprising, then, that very few consumers – less than one out of three – decide to rely on stores associates when they need to find a product.

How can you fix this?

Do you want your employees to deliver helpful, knowledgeable service? Then empower them to do so. This means giving them constant training, and the right technology.

Training: Learning about products and excellent service should not be limited to the onboarding stage. Keep your staff up-to-date with what stock is coming in, and help them understand how each item can suit different customer needs. A shopper looking for new running shoes doesn’t want to hear “here is what we have” – or wait around while the sales associates tries to read the boxes to understand the difference between two pairs of sneakers. What the customer expects is solid, competent advice on what sole is better for rough terrains, or which model has the best arch support. The in-depth knowledge needed for this level of service does not come cheap: you need to invest time and resources in constant, thorough, focused training.

Technology: Even with constant training, you can’t expect your employees to memorize your whole catalog and all your products’ features – especially in the days of endless aisles. A simple and affordable way to empower your employees to give more personal service is mobile Point of Sale. With a mobile POS in their hands, your employees can walk around the shop floor and give product information and one-on-one service to your customers where they are. On the POS, salespeople can quickly find all information on product details, variants, prices, and even real-time availability across all your locations. And it doesn’t end here. The best mobile POS systems also enable your employees to view, and show to customers, your whole product range, not just what you have in-store. A customer is looking for a specific type of paintbrush? Use the tablet to show the products available in your other locations and compare items side by side, with details and pictures. And to finish, you can close the sale on the spot. Yes – the best mobile POS take payments, too.

2. Inconsistent cross-channel experiences

In today’s hyper-connected world, the points of interaction and purchase just keep on multiplying. People can buy the t-shirt their favorite rapper wears straight from the music video. They can purchase a necklace on the jewelry designer’s Facebook page. They can replenish their kitchen detergent by pushing the Amazon Dash button they keep next to the sink. They can buy a new pair of headphones on their mobile, and select to pick them up in their favorite store location, or at a delivery box close to their home. They can use voice recognition to ask Alexa about the best wine pairing with ossobuco – and get the bottle sent home.

Across these increasingly diverse shopping moments, customers expect their experience with each retailer to be smooth and consistent – no glitches, no hitches, no disconnects.

As consumer expectations keep on growing, the gap with what most retailers offer gets larger. According to BRP’s latest Customer Experience/Unified Commerce Survey, the majority of retailers still don’t offer basic cross-channel capabilities such as stock visibility, start-to-end order tracking, or cross-channel returns. A case in point: none of the retailers interviewed by BRP said they could offer effective “start anywhere, finish anywhere” (shared cart across channels) services. At the same time, almost 3 out of 4 (73%) consumers believe that this is a key capability.

How can you bridge the gap?

Unified commerce is the latest tendency in retail management systems. Unified commerce replaces all the separate, badly connected software solutions and databases retailers use across their business with just one, centralized, enterprise-wide software platform combining POS, mobile, Web, inventory management, customer information, and more. Within a unified commerce system, all information is maintained in one place, and shared and distributed instantly to all touchpoints. This means both your staff and customers can have access to the same, real-time data, including prices and offers, which and how much stock is available in each location, as well as customers’ shopping history. By unifying all information and making it available across the enterprise, a unified commerce platform ties all loose ends, enabling retailers to achieve, and offer their customers, total visibility, consistent information, and smooth experiences across all points of interaction.

3. Poor personalization

The vast majority (85%) of retailers, Forrester reports, believe they do a good job at personalizing their messages to each single consumer’s tastes, interests, and past purchases. Once more, shoppers disagree. More than half (59%) of consumers interviewed in the same survey say that retailers do not know them, and that the personalized offers and communications they receive tend to be irrelevant and untimely, providing no value to them. Ouch! Last year alone, according to data from Accenture, 33% of consumers who abandoned a business relationship did so because they felt personalization was lacking.

The tech you need:

Mass-made, one-size-fits-all products, offers and messaging don’t cut it anymore. Today’s consumers are used to receiving targeted recommendations, designed-for-you communications, and even personalized prices  online, and they have come to expect the same level of individual attention across all channels.

To deliver this kind of experience across your whole enterprise, including brick-and-mortar locations, you need unified commerce systems, and Artificial Intelligence (AI) tools.

By maintaining all customer information in one database, unified commerce enables retailers get a straightforward, real-time picture of their customers’ habits, preferences, buying history, and behaviors. This highly organized data can then be run through predictive analytics and artificial intelligenceservices to deliver more effective, engaging, and personalized customer interactions. A good example of one such service is LS Recommend. This AI-powered recommendation engine uses historical purchase data to deliver relevant product recommendations. These suggestions can be shown on the e-commerce site, viewed on the phone of loyalty program members, or even displayed at the Point of Sale. In this case, sales associates can use them to engage customers, delivering the recommendations in the form of a personal suggestion. And thanks to machine learning, the system becomes increasingly accurate with time.

Making an experience great

Many retailers are feeling outpaced by today’s speed of change, with consumer expectations constantly increasing on the one hand, and technology quickly changing on the other. “By the time we catch up to technology, it will have moved past us again,” a billion-dollar revenue retailer told Forrester.

The good news is, you don’t need to offer drone delivery, virtual reality, or 3-D printed items to guarantee great experiences. Rather, implement the technology that enables you to deliver the necessary, and oh-so-important basics of modern shopping: competent service in-store, personalized interactions, and a consistent brand experience across channels. You can find all the elements you need to offer all this in a retail management system like LS Nav, our unified commerce platform that gives retailers mobility and a centralized view of all their information, including customer data.

To know more about LS Nav, and how it can help you close the gap between what consumers want, and what you can offer, get in touch with us.

 

Note:  Blog source : https://www.lsretail.com/blog/close-gap-retail-experience-offer-one-customers-expect/  LS Retail Official Website

Uncategorized

Top 5 outdated practices that should be eliminated in your Field Service Business

With 2020 on the horizon, it’s the utter time to think about new platform to improve your field service business. You’ve probably been discovering about new trends and visions for the future, and it’s probably a little overwhelming. A painless way to get started is by discarding some of the outdated practices you’ve been following. We’ve compiled a list of field service practices you might want to leave behind this year.

  1. Manual Scheduling: Field service scheduling requires making fast and calculated decisions. You need to take everything in account from travel time and routing, technicians’ schedules and skill sets, equipment tracking, and SLA compliance. It’s much easier to adopt on an automated scheduling solution to make optimized decisions for you at every new case, so you can focus on the bigger things—like your customers’ satisfaction.
  1. Paper based forms: 46% of field technicians reported paperwork and administrative tasks as the unexpected part of the day. That’s because they would much rather be doing their jobs and interpreting customer problems. Electronic and mobile forms can make this process much less painful and swifter. Go even further to simplify the process by allowing fields to be automatically populated with known information from the main system.
  1. Delaying service updates: It’s important that dispatchers and management have the most precise picture of the status of work being performed. Encourage technicians to update their status service orders in a timely manner from Field service application so you have more visibility into day-to-day execution.
  1. Difficult appointment booking: According to our Field Service Report, almost all cited “ease of booking” as a top priority. If service organizations wish to retain with customers, they must make the booking process uncomplicated, and available across a variety of channels. Everyone has a preference when it comes to communication, so mobile, web, and phone-based booking must be available.
  1. Using separate solution: The only way to gain true visibility into field service schedules is to manage everything in a single solution. This includes schedules, beat planning, long- and short-cycle work, technician allocations, and more. Limiting field service management to Mobile application also gives you the easiness to manage your workforce more efficiently and ensure that you’re equipped to handle urgent work.

Want to see working application, Trident Field Serv solution provides similar solution with advanced activity scheduling, resource optimization and mobile enablement capabilities that enables the field services delivery teams to be able to track, monitor and report the services activities on the go.

Contact us for more information on how we can help your firm identify, implement, measure and use yours key performance indicators for Workforce Monitoring.

Uncategorized

7 Retail Management Software Selection Mistakes that Spell Failure

The retail management software selection process is a complex and
difficult task. Implementing, maintaining and upgrading a core business
software solution over a five-year term will average $100,000 – $500,000
for the typical mid-market retail organization. On top of that, the software
you choose will impact your business’s operational effectiveness for the
next 6-10 years.
Given the significant commitment and investment required, it is shocking
how few retailers invest the appropriate resources and complete the
required due diligence. The problem is, a lack of work at the beginning will
show at the end. It is therefore unsurprising that many new
implementation projects end up not fulfilling the business requirements
and expectations. In the latest Panorama Consulting Solutions survey on
management system implementations, 28% of the companies described
their most recent ERP rollout as a failure. A further 30% was unsure
whether their implementation could be considered successful – or failed.
Although too often overlooked, the preliminary selection steps are
necessary to ensure that this critical business decision, which will affect the
company for years, is taken based on empirical data and pragmatic criteria.
This white paper outlines 7 all-too-common mistakes many retailers make
during the business software selection process.

Mistake 1: Believing that all retail management solutions are the same

Mistake 2: Starting the process with a fixed idea of what you need

Mistake 3: Leaving the selection process to the IT department

Mistake 4: Deciding that “cheapest” means “best value”

Mistake 5: Tightly controlling vendors in an attempt to decrease costs

Mistake 6: Giving too much importance to the demo 

Mistake 7: Not getting references

So how do you choose the right approach?

The best place to start is internally, with requirements gathering. Define your organization’s corporate goals, objectives/metrics, and strategic imperatives. Review your business requirements, and list all the challenges that are preventing your organization from
meeting its objectives. To accomplish this, it is critical to develop an internal company vision and scope document.

Making the right choice for the future :

Retail management software projects are a high-involvement,
highly demanding process. At the same time, the software
solution you choose will significantly impact your business and
business processes for the next 5-10 years – so this is not a
decisions to be taken lightly.
Throughout the process, keep in mind the 7 software selection
mistakes outlined in this paper. Use them as a litmus test to
select a retail business software system that enhances your
business results, rather than falling for one that will, along the
way, undermine your productivity and flexibility.
Follow this methodical process, and you will significantly
increase your probability of project success – where success is
determined by being on-time, on-budget, and delivering
measureable business value, today and in the future.

To avoid unhealthy and unnecessary project risk:

  1. Examine your buying process for transparency and executive availability. If you are setting up a dynamic that promotes confusion rather than collaboration, stop it before it’s too late.
  2. Clearly define, then share, the project’s anticipated measurable business benefits with the vendors.
  3. Ask for the vendors’ advice on incremental business benefits, process improvements or cost reduction measures that your organization may not have contemplated.

Trident LS Retail Solution for your Retail Business :

Is the sheer amount of similar retail software on the market making you dazed and confused? Do you need help to understand what you actually need, and how to work through contradicting business requirements?  Contact with our Consultant 

LS Retail is a world-leading provider of business management software solutions for retail, hospitality and forecourt businesses of all sizes. Our all-in-one management systems power tens of thousands of stores, restaurants, cafés, bakeries, pubs, food courts,
cafeterias, and more.

Uncategorized

Trident’s Support – Do you Need Support for Microsoft Dynamics 365

Introduction

Enterprise Solutions – ERP, CRM, BI, and Business Portals – yield business benefits only when consumed efficiently by the uses As businesses grow and scale up, these systems require adaption, enhancements, occasional technical support and the users require access to consultant’s time and mindshare. This document provides the various standard support plans available to Trident customers. Being on one of the support plan brings to a customer the following advantages:

  • Access to the Trident 24×7 online helpdesk support portal
  • Predictable response time
  • Priority handling (in comparison to unscheduled support requests)
  • Connect and contact with a named Trident consultant under some plans

Support Plans

Trident offers various Support Plans to customers to choose from – based on the needs of the customer. Following are our standard plans for customers who are Indian organizations, for their Indian operations.

Plan A: Full Time Dedicated Resource

A dedicated resource is allocated for the customer who remains available 100% to provide the needed support. The scope of this plan includes addressing both Support needs as well as handling Change Requests. If a certain change request requires more resources (over and above the 1 dedicated resource), prior approval is taken from the customer for the additional effort and cost. The customer will be invoiced for the additional effort spent immediately. Under this model a named resource is available to the customer.

Minimum tenure for this plan is 1 month.

Plan B: Shared Resource

Under this plan the customer commits to a minimum 5 days of support need per month. The need may come up at any time during the month, in one or more instances. In case the customer does not utilize all of 5 days during a particular month, the balance days are carried forward to the next month, but lapse at the end of every quarter (March, June, September and December). The scope of work in this case includes both support and change requests. If the work identified requires more than the balance number of days for that month/ quarter, Trident informs the customer and takes prior approval for the additional effort and cost. This additional cost will be immediately invoiced. In this model the Trident consultant is shared with another Trident customer.

Minimum tenure for this plan is 3 months.

Plan C: Time Package

In this model the Customer commits to 200 hrs of support need over a period of 12 months. Response time would be 1 business days after logging of the issue. The support resource will remain a shared resource. The contract period will fall due for renewal either at the end of 12 months period or utilization of hours budgeted.

Tenure for this plan is 12 months

Plan D: Incidence Based Priority Support

50 incidences – with a response time commitment of next business day.

Package validity is 12 months and unused incidences cannot be carried forward. Scope of this plan is as described in section 3 below.

Plan E: Incidence Based Normal Support

50 incidences – with a response time commitment of 2 business days.

Package validity is 12 months and unused incidences cannot be carried forward. Scope of this plan is as described in section 3 below.

Plan F: On-site Dedicated Resource

This plan works together with one of the above plans (from A to E). Under this plan Trident will deploy a full time consultant at the client site that can do various activities like user hand-holding, simple reports creations through report designer, back-ups and coordination with the Trident consultants engaged with the other support plan. Kindly note that the person deployed here is not a specialist.

Scope of Support

These Support Plans entitles the customer to avail support during normal business hours (Monday to Friday): 9.30 AM to 5.30 PM (excluding Trident/ public holidays). Support is predominantly from Trident offices and would be provided via e-mail/ Chat. Onsite support may be provided if the situation so demands – based on the merit of the issue – and on mutual agreement.

Following is an explanation of the type of support provided:

Functional queries resolution

This would cover queries pertaining to functionality available in the product or related to the customizations done by Trident. For example a user may need support to understand how a particular business case can be transacted in NAV/ AX/ CRM, or it could be a setup related query. The queries may also be related to seeking expert advice related to application integration or solution enhancements.

Error Reporting: Errors reported by the users may be of two types:

  • The error may be due to a bug in the system. Trident consultant will follow the replication steps provided by the users and then if the bug belongs to the standard product, the issue will be escalated to Microsoft and resolution will be obtained through them, however if the bug belongs to the customization done by Trident then the fix will be provided by us. The fix provided should be tested by the user. If the fix provided requires any re-work to correct the same issue then it will be considered as part of the same incidence.
  • The error may also be due to incorrect data entry or missing or steps and in these situations Trident consultants would analyse the problem and the affected areas and recommend the solution approach. Such cases more often than not require reversal of entries and passing these entries would not be the scope of the support contract. Trident consultants will not perform any data entries on the product server.

Change Requests : Support Plan A and B include servicing change requests, within the budgeted effort. For Plans C and D  User requests which pertain to new development or changes in the existing functionality will be taken up separately and will not be part of the support. If it is logged as a support incidence and upon analysis and fact finding it is decided that the issue is a change request then effort estimate for the change request will be provided separately and the incidence would be closed. The time and effort spent towards it (or incident) will be counted towards the support plan. If the user wants an effort estimate for a change request or new development then the query should be posted separately to the Trident engagement team and they will provide the necessary information

Support Kick-off :With the exception of Plan A and B – provided they initiate immediately after an implementation project – without any time gap, all other plans will require the first 20 hours to be spent for the support team to gear up and come to speed with the customer’s solution and database. This period is a part of the overall support plan period.

Trident Customer Support Portal

All support plan customers are required to use the Trident Customer Support portal for logging requests, and tracking progress. A single customer login is created and authorized users from the customer can log the issues directly on the site. Both the user and the support team will get informed through email about the issue logged. Tracking of the issue is done through the portal. User can specify the priority and severity of the issue and can also attach screen shots. We can generate periodic reports to monitor the status of various issues.

Trident consultants will train the customer side coordinator on usage of the portal

Uncategorized

Connect Anything, Change Everything – Seamlessly Integrate Data and Processes

Digital transformation is a business reality. As a growing business, you want to make sure that implementing or upgrading a new system will have minimal interference to your operations and infrastructure. Trident can help seamlessly integrate applications, data, and processes. This will enable you to operate at exceptional speed and agility in an ever-changing world.

Leverage the power, security, and flexibility of Azure — Microsoft’s integrated cloud services platform that IT professionals use to build, deploy, and manage applications through a global network of datacenters. With Azure, you can deploy anywhere with your choice of tools — connecting to the cloud or on-premises with hybrid cloud capabilities for maximum portability and value from your existing investments.

Microsoft Flow – Automate Process & Tasks

Work less, do more.  Create automated workflows between your favorite apps and services to get notifications, synchronize files, collect data, and more.  The simplified interface removes the need to code secure handshakes between apps, logging rules and mapping, as this is all performed as part of the Flow eco-system.

Work Seemlessly with On-Premise Data

Flow lets you securely connect to on-premises data and cloud based services, so you can make the most of the data you already have.

Multi-Step Flows & Conditions

Turn repetitive tasks into multistep workflows. For example, with a few clicks capture tweets and add them as leads in Dynamics 365, subscribers in Mailchimp, and more.  Make decisions in your workflow, like running an action only when certain conditions are met.

Secure

Prevent sensitive data from leaving your company using built-in or customized data prevention loss.  Inherit the security from your LOB and productivity applications.

Right Data, Right Place at Right Time

The success of your implementation relies on having the right data, in the right place at the right time.  With multiple integration methods at our disposal, our team of integration consultants will architect a solution that ensures the productivity of your business flows at a rapid rate and that your sales team has all the insights possible to close the deals.  No matter what product you need to integrate, whether on-premise or cloud we have the capabilities for you. Our most common integrations are between Microsoft Dynamics 365 for Sales and Dynamics 365 for Operations.

Common Data Service

The Microsoft Common Data Service is your place to exchange information both for Microsoft Dynamics 365 as well as other platforms. Having the right organizational data stores that allow you a single view of all your data elements in a service that supports easy interchange of data between applications will allow you to expand your offering rapidly. From website integration, mobile applications, productivity applications and line of business applications – you can have a single source of the truth for all data exchanged. Use the common data service to support your business growth

Uncategorized

Retail Competition is Increasing. Gain the Flexibility you Need to Sharpen your Edge

New solutions based on cloud, mobility, social media and analytics provide the means to keep shoppers loyal. Our solutions deliver the flexibility needed to implement new business models; expand private labels; engage shoppers online; and better manage transportation and delivery.

LS Retail

LS Retail is an end-to-end retail POS solution for stores or chain of retails, which is powered by Microsoft Dynamics NAV. This integrated solution delivers completed and innovative functionalities to the busiest retailer without the need to build, manage and maintain multiple applications and interfaces. Its unique use of single application covers your whole retail business from the Point Of Sale (POS) terminals to headquarter. The powerful functions including store management, inventory, merchandising, demand planning and all the back office functions that you would expect to find at head office are available in LS Retail.

Why LS Retail Software Solutions?

Fully Integrated All-in-one Software Solutions

Manage your business centrally from end to end with our flexible, custom-designed and cloud-enabled software solutions. Cover your whole operations from headquarters, check your performance in real time and react quickly to change.

Enhance Your Omni-channel Strategy

Fast-changing consumer habits demand innovative business systems. With LS Retail’s cutting-edge omni-channel software solutions you can offer a seamless, personalized consumer experience across all channels and touch-points, including social media.

Offer Superior Customer Experience

Give your customers an outstanding shopping experience across all your sales channels and their loyalty and repeat business. Grow your clientele and margins by offering a fast and accurate service in-store, online and on-the-go, including personalized deals and more.

Meets Your Most Specific Needs

The rich functionality provides endless possibilities for enhancement of performance.

Head Office
  • Product Lifecycle Management
  • Manual and Automated Item Maintenance
  • Dynamic Hierarchy, Attributes and Other Grouping of Product
  • Price, Offer, Coupon and Campaign Managment
  • Automobile Replenishment
  • Replenishment by Allocation
  • Serial / Lot Number Support
  • Member Management – Loyalty Program
  • Vendor Performance
  • Sales Reporting and Analyzing
  • Sales Commision
  • Loss Prevention

Back Office

  • Dashboard for Store Operations
  • POS Management
  • Cash Management
  • Stock counting and Adjustments by Simple Worksheets
  • Store Replenishment by Stock Request, Purchase and Transfer Orders
  • Sales History
  • Simple End of Day Statements
  • Receiving and Picking Goods
  • Flexible Architecture
  • Serial / Lot Number Support
  • Gift Registration

Mobile Device

  • Mobile POS
  • Receiving / Picking
  • Stock Counting
  • Stock Changes
  • Label Ordering
  • Stock Counting and Adjustment

Store Front Office (POS)

  • Fast Checkout
  • Simple Operation
  • Multiple Interface
  • Broad POS Hardware Support
  • Item Cross Selling
  • item Finder
  • Member Management – Loyalty Program
  • Serial / Lot Number Support
  • Multiple Payments
  • Special Order Entry at POS
  • Item Configurator
  • Operate locally – Configure Centrally
Uncategorized

Announced new AI and mixed reality business applications for Microsoft Dynamics

Our vision for business applications at Microsoft

We live in a connected world where companies are challenged every day to innovate so they can stay ahead of emerging trends and repivot business models to take advantage of new opportunities to meet growing customer demands.

To innovate, organizations need to reimagine their processes. They need solutions that are modern, enabling new experiences for how they can engage their customers while making their people more productive. They need unified systems that break data silos, so they have a holistic view of their business, customers and employees. They need pervasive intelligence threaded throughout the platform, giving them the ability to reason over data, to predict trends and drive proactive intelligent action. And with adaptable applications, they can be nimble, allowing them to take advantage of the next opportunity that comes their way.

Two years ago, when we introduced Dynamics 365 we started a journey to tear down the traditional silos of customer relationship management (CRM) and enterprise resource planning (ERP). We set out to reimagine business applications as modern, unified, intelligent and adaptable solutions that are integrated with Office 365 and natively built on Microsoft Azure.

With the release of our new AI and mixed reality applications we are taking another step forward on our journey to help empower every organization on the planet to achieve more through the accelerant of business applications. Specifically, today we are making the following announcements:

Dynamics 365 + AI

First, I am happy to announce the coming availability of a new Dynamics 365 AI offering — a new class of AI applications that will deliver out-of-the-box insights by unifying data and infusing it with advanced intelligence to guide decisions and empower organizations to take informed actions. And because these insights are easily extensible through the power of Microsoft Power BI, Azure and the Common Data Service, organizations will be able to address even the most complex scenarios specific to their business.

Dynamics 365 AI for Sales: AI can help salespeople prioritize their time to focus on deals that matter most, provide answers to the most common questions regarding the performance of sales teams, offer a detailed analysis of the sales pipeline, and surface insights that enable smarter coaching of sales teams.

Dynamics 365 AI for Customer Service: With Microsoft’s AI and natural language understanding, customer service data can surface automated insights that help guide employees to take action and can even leverage virtual agents to help lower support costs and enable delightful customer experiences, all without needing in-house AI experts and without writing any code.

Dynamics 365 AI for Market Insights: Helps empower your marketing, social media and market research teams to make better decisions with market insights. Marketers can improve customer relationships with actionable web and social insights to engage in relevant conversations and respond faster to trends.

To help bring this to life, today we released a video with our CEO, Satya Nadella, and Navrina Singh, a member of our Dynamics 365 engineering team, showing examples of ways we’re bringing the power of AI to customer service organizations.

Dynamics 365 + Mixed Reality

Our second announcement of the day centers on the work we are doing to bring mixed reality and business applications together.

Since the release of Microsoft HoloLens over two years ago, the team has learned a lot from customers and partners. The momentum that HoloLens has received within the commercial space has been overwhelmingly positive. This has been supported by increased demand and deployment from some of the world’s most innovative companies.

We recognize that many employees need information in context to apply their knowledge and craft. Not only on a 2-D screen — but information and data in context, at the right place, and at the right time, so employees can produce even greater impact for their organizations. Mixed reality is a technology uniquely suited to do exactly that.

This is a whole new kind of business application. And that’s precisely what we’re introducing today, Dynamics 365 Remote Assist and Dynamics 365 Layout.

Today, we also showcased for the first time how Chevron is deploying HoloLens to take advantage of Dynamics 365 mixed reality business applications.

Chevron is already achieving real, measurable results with its global HoloLens deployment. Previously it was required to fly in an inspector from Houston to a facility in Singapore once a month to inspect equipment. Now it has in-time inspection using Dynamics 365 Remote Assist and can identify issues or provide approvals immediately.

In addition, remote collaboration and assistance have helped the company operate more safely in a better work environment, serving as a connection point between firstline workers and remote experts, as well as cutting down on travel and eliminating risks associated with employee travel.

Here is a peek into the work Chevron is doing with mixed reality:

Unlock what’s next with the Dynamics 365 October 2018 release

Next week at Microsoft Ignite and Microsoft Envision we’ll be in Orlando talking with thousands of customers, partners, developers, and IT and business leaders about our October 2018 release for Dynamics 365 and the Power platform that will be generally available Oct. 1. The wave of innovation this represents across the entire product family is significant, with hundreds of new capabilities and features.

We will have a lot more to talk about in the weeks and months ahead. We look forward to sharing more!

 

Note: Original Content Source is Microsoft Official Site : https://blogs.microsoft.com/blog/2018/09/18/announcing-new-ai-and-mixed-reality-business-applications-for-microsoft-dynamics/

Uncategorized

The Restaurant and Food Service Industry is Rapidly Changing

Microsoft LS Hospitality – The Restaurant and Food Service Industry is Rapidly Changing

  • As online and mobile ordering and paying become widespread, guests expect restaurants to be able to offer them a multi-channel experience.
  • In hospitality, it’s all about the experience. Operators need a reliable system that supports them in offering a consistently high-quality service.
  • Customer demands are changing quicker than ever before. To keep up, food businesses need to arm themselves with a system that is constantly being improved and modernized.
  • Restaurateurs need to establish a presence on social media: from food instagramming to restaurant reviewing websites, dining is becoming more and more social.
  • Analytics will play an ever-increasing role in identifying trends and customer behavior

Powerful Restaurant Management Software for Enhanced Customer Experience

From central kitchen management, to table handling, to a mobile point of sale, which is both powerful and simple to use, LS connects your restaurant operations and headquarters processes with ERP right out of the box, delivering value across your whole organization, allowing you to offer even more while maintaining the high standards of service you customers are used to.

A Point of Services, Not Just Sales

Give information, take orders and payments, check status of orders at the table

The LS Nav Hospitality Point of Sale (POS) suits different types of hospitality setups, from finr dining to quick services, cafes, bars, pubs and more.

Superior Customer Service

Provide outstanding service: armed with the LS Nav Hospitality POS, your staff can

  • send orders straight to the kitchen
  • give information about menu items, allergens, special offers and more
  • check the status of orders and tables
  • get notified from the kitchen when the food is ready
  • receive payments
  • hand out receipts
  • register customers into the loyalty program
  • increase sales with upselling and cross-selling suggestions
    anywhere on the restaurant premises.

Manage Tables and Guest

Amaze your diners with quick and precise service

Manage your tables accurately and offer your customers a consistent, timely and high-quality service.

Graphic view

Use the intuitive graphic table management system to handle optimal seating and maximize table turnover.

The table status feature allows waiters to:

  • view the status of tables in their section,
  • see which tables are free,
  • make sure that all guests have been served,
  • ensure that the orders have been promptly sent to the kitchen,
  • receive alerts for issues that need attention, for example if a table has not been attended for too long.

Great flexibility Managers can configure and activate multiple table setups, for example using different arrangements for brunch and dinner service.

The system also helps handle takeout orders by labeling them differently and queuing them in a special takeout order list.

Uncategorized

Microsoft Dynamics 365 for Customer Service

Story image 2
Learn how Singapore’s biggest transportation network operator doubled their productivity and delivers faster, friendlier service.

Providing over one billion rail and bus journeys per year, SMRT is Singapore’s biggest transport network operator. In end 2016, the company started using cloud-based Dynamics 365 CRM service management features across its train, bus and taxi services to power new service innovations, and help staff members deliver better customer service. With Dynamics’ inbuilt automation features, SMRT employees are managing 2.3 times more cases than before. And with a cloud-based approach, SMRT can bring innovation projects to life in less than 3 months. Today, SMRT is powerfully equipped to deliver on its core responsibility: world-class transport that is safe, reliable and customer-centric.

Every transport network has its challenges, but Singapore‘s SMRT has enormous responsibilities. As provider of the principal public-transport network in Singapore, it is SMRT’s job to sustain Singapore’s world-class reputation for efficiency and customer service.

“We have 102 train stations and over 1,400 buses, and deliver over one billion journeys per year,“ says Dave Ong, Head, Passenger Service Department, SMRT. “Our mission is to enhance the lives of Singapore citizens with a transport system that is safe, reliable and customer-centric.“

The Cloud Journey to Better Customer Service and Innovations

SMRT is always looking for ways to enhance customer interactions, and in 2016, decided that the Cloud could help. On any given day, more than 1,000 employees are involved in the process of managing customer enquiries, compliments, complaints and feedback. These busy staff also have to pursue hundreds of ‘lost and found‘ cases each month. SMRT wanted to help these employees deliver a faster and friendlier service.

“Today, customers contact us through many different ways — emails, calls, faxes, letters, Whatsapp, Facebook and SMS,“ says Mr. Ong. “We need a case-handling system that helps us manage new processes for handling all these interactions, and a reporting system that helps us visualise our performance in real time.“

SMRT also wanted to make it easier to engage and manage external stakeholders on a succession of new initiatives known as innovation projects. Cloud technologies had the potential to help SMRT create, share and secure new business applications without having to purchase additional servers. “When setting up an innovation project, we want a system that would allow us to adapt and be more creative,“ says Mr. Ong.

One-Stop Customer Service and Engagement

In 2016, SMRT selected the cloud-based customer-relationship management solution, Dynamics CRM Online – which is now part of Dynamics 365 – to manage SMRT customer service and engagements at the enterprise level. The cloud-based solution provided convenience and flexibility to more than 1,000 employees, reduced capital costs and accelerated rollouts.

With the help of Customer Capital Consulting, SMRT used Dynamics 365 to create a single, integrated system for managing all customer interactions. The new solution aggregates all feedbacks, regardless of which channel the feedback arrives at and uses automatic workflows to assign the case to the relevant team.

SMRT Customer Relations employees use inbuilt features to track progress and turnaround times. System aids, such as reminders, help prompt everyone involved to take action when it‘s required. Checkpoints help employees manage the different types of cases, and see that they are on track. Meanwhile, reporting tools provide accurate updates to managers and external stakeholders.

A Force Driving Enterprise Innovations

SMRT has also used Dynamics 365 to create new business applications to support their new ‘Adopt-a-Station‘ initiative for school student ambassadors. With cloud-based workflows and document repositories, SMRT staff can centrally manage applications, correspondence, approvals and activities-tracking. Mr. Ong says that moving to the cloud presented no problem for the project, and the new application was put to use according to the planned schedule.

“The Customer Capital Consulting team was flexible and accommodated our concerns to the best of their ability,” says Mr. Ong. “They were willing to go the extra mile, including conducting training so that our staff were comfortable with the new systems. They worked collaboratively and closely with the SMRT team to meet deadlines and completed the project on time.”

Productivity is More than Doubled with Dynamics 365

With the help of Cloud technologies, SMRT is achieving Enterprise Digital Transformation where it’s vital — Customer Service. Today, more than 1,000 SMRT employees across different locations in Singapore use Dynamics 365 to ensure that customer enquiries and interactions are handled quickly and professionally. With its principal, public-facing systems in the cloud, SMRT can bring new initiatives to life without the cost and delays of investing in new infrastructure.

As a result, the service-oriented staff at SMRT are better able to handle more cases. Automated workflows reduce the manual effort of sorting and directing interactions. Meanwhile, dashboard reporting helps the team and the management of SMRT to ensure that customer cases are resolved within prescribed timelines.

“Our ability to handle public feedback volume has increased 2.3 times,“ says Mr. Ong. “Dynamics 365 reduces manual effort and frees up customer-service staff to handle cases with a personal touch. This helps us achieve our strategic goal of making all interactions with our contact centre more personal.”

Innovations Made Simple

With Dynamics 365, SMRT can accelerate the pace of innovation within the organisation. With customer-ready tools – such as workflow engine, standard user-interface design and dashboard tools – SMRT does not have to source, buy, learn and deploy different solutions to get new capabilities up and running. Managers can now build, test and use new applications fast.

“Dynamics 365 effectively reduces the time it takes us to evaluate, implement and roll out new innovations,” says Mr Ong. “This means we have a faster time-to-market for new projects. In addition, we save money by leveraging our existing investments.”

Innovation Projects Up and Running in Three Months

Today, SMRT can quickly build the systems it needs to support a new innovation project. rolling them out in just a few months, which is far faster than before. These new applications are cloud-based, so SMRT does not need to invest in new infrastructure. And with the many inbuilt automation tools in Dynamics 365, new projects are now easier to manage.

“By helping us create a new communicate hub for SMRT HQ, station staff and the different stakeholders, Dynamics 365 brought our first innovation project to life,” says Mr. Ong. “Our objective is to deliver a world-class transport service that is a lifestyle experience, and Dynamics 365 is now part of our journey.“

Note : Originally Published at Microsoft Official Website. 

Dynamics 365 for sales marketing
Uncategorized

How Microsoft Dynamics 365 Helps in Marketing?

Create and nurture leads

Run multichannel campaigns

Use email marketing, web landing pages, events, phone calls, and custom channels to attract the right prospects.

Personalize buyer experiences

Use configurable templates, reusable content blocks, design tools, and Microsoft Stream videos to prepare content and set up customer journeys based upon their engagement.

Nurture leads using LinkedIn

Use Dynamics 365 Connector for LinkedIn Lead Gen Forms to target matched audiences, nurture leads, and create a buyer’s journey based on LinkedIn content and interactions.

Monitor multiple marketing channels

Use Microsoft Dynamics 365 AI for Market Insight to bring together insights from events, emails and landing pages, as well as social listening data from various social media platforms.

Simplify event management

Organize in-person and digital events with an events portal to manage registrations, sessions, speakers and venue logistics. Use integration with ON24 or other webinar providers for digital events.

 

Align sales and marketing

Create one view of the customer

Share one source of information about contacts, leads, and customers to deliver consistent results across the buyer’s journey with Microsoft Dynamics 365 for Sales.

Close more deals with account-based marketing

Enable your sales and marketing efforts to target accounts most likely to generate the largest revenue. Orchestrate the buyer’s journey for account-level leads with personalized content, and nurture activities to maximize revenue.

Track prospect throughout their journey

Prioritize leads ready for sales engagement with multiple lead scoring models and sales readiness grades. Move prospects more efficiently through the marketing and sales funnel with automated workflows to hand off sales-ready leads and drive follow ups.

Increase productivity

Easily set up and view campaigns with marketing calendars showing campaign timelines and activities. Also use familiar Office 365 tools for collaboration with colleagues, leads, and customers.

Make smarter decisions

Gain marketing insights

Use out-of-the-box dashboards, marketing analyzers, and get real-time interactions to quickly gain insights. Also build custom dashboards to analyze performance.

Focus on top priorities

Use embedded intelligence like dynamic segmentation to target the right audience, multiple lead scoring models to prioritize leads, and customer interactions insights to personalize engagement.

Improve social engagement

Use social insights to gain competitive intelligence, measure, and manage your brand reputation.

Survey customers

Conduct online surveys to better understand your customer needs and apply learning to your marketing investments.

Innovate with a modern and adaptable marketing and sales software platform

Adapt quickly

Accelerate time to market and adapt the application to your needs with no-code visual editors and tools that make it easy to build and deploy web and mobile apps.

Extend and connect

Automate processes across Dynamics 365 applications and third-party systems for better service engagement experiences.

Invest with confidence

Rely on the Microsoft cloud platform to reduce the cost and complexity of operating a global infrastructure and trust our state-of-the-art datacenters to safeguard your data.

Drive innovation

Transform your customer interactions with deep insights provided by artificial intelligence that guide your teams to the right business outcomes.

Translate »